Position Title: User Support Analyst
Location:
Eschenbach, DE, 92676
Job Category:
Information Technology
Shift:
Shift GLZ
Full Time / Part Time:
Full-Time
Job Level:
Individual Contributor
Approximate Travel:
0%
Job Description:
Summary:
This role is responsible for providing support related to computer hardware, software, and systems. Requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution. In addition, this role will be expected to help create new processes and procedures as business needs change.
Essential Functions:
- Respond to assigned help desk tickets and provide solutions for reported customer problems - when problem is beyond level of expertise or area of responsibility, escalate issues to more senior IT staff.
- Document the details related to a problem and resolution in the IT Request System.
- Liaise team projects, complete tasks, and ensure they are completed on time and to specifications.
- Facilitate the configuration and deployment of computer refresh at local site.
- Protecting the company's data from unauthorized access and loss.
- Monitoring and, if necessary, restoring the operational reliability of communication systems and networks at the Eschenbach site and other Group locations.
- Programming and configuring the telecommunications system, activating and changing subscriber connections (fixed or mobile), connections to the data network (e.g., for remote maintenance of production facilities)
- Installing, configuring, and administering network components, telephone systems, and WLAN infrastructures
- Connection and integration of workstations and production machines to the network
- Other duties as assigned.
Qualifications:
- Bachelor’s Degree in related field. May consider equivalent work experience in lieu of degree.
- 4+ years IT experience.
- Fluency in German and English language
- Experience with software deployment solutions, mobile/device/user management, VoIP phone systems, active directory, as well as folder access and permissioning.
- Knowledge and expertise in business processes, service level agreements, standard operating procedures and policies.
- Experience in working with various operating systems and knowledge of working with IT systems
- Experience in supporting in the production area and, building on this, a systematic approach to troubleshooting
- In-depth knowledge of Microsoft Windows (server/client) and Microsoft Office
Additional Qualification Details:
No additional requirement needed